Ordering

1. How do I place an order online ?
Ordering is easy and convenient! Simply select your favourite items, add them to your shopping cart and click "check out" for your order total, enter your shipping / billing address and preferred payment method.

2. Can I place orders by phone ?
We accept phone orders on 01890 230021. Our customer-care consultants are available Monday through Friday 9am to 4pm to answer any questions or take your order. If you need help Please Give us a call!

3. Can you put a "rush" on my order ?
If you need your items before the normal processing and shipping time, which is delivery within 3–5 working days. As long as the order is placed and paid for by 12 noon and you choose Courier Fast, it will be delivered within 2 working days. See delivery under Terms and conditions. We will do everything we can to accommodate your request..

4. What are my payment options ?
Orders can be placed online using Visa, MasterCard, Maestro, Solo, Switch, Paypal, Bacs, Google Checkout.

5. Can I pay by cheque ?
We accept cheque payments for orders over £35.00. After your order is placed, please Complete our checkout, select cheque as a payment method and follow the instructions Please note that all orders by cheque or money order will be shipped upon clearance of payment. Please allow 28 days for delivery.

6. Do you charge VAT ?
Vat is included in the price of the goods displayed on our site at the current rate. You will be given a full VAT invoice with your purchase

7. Do you have a minimum-order requirement ?
We have no minimum-order requirement.

8. Can I add to my order ?
You can add items to your order right up until you have paid for it. In most cases once an order is paid for we will not be able to add items to it.

Order Tracking & Updates

1. How do I check the status of my order ?
If you register for an account with us you can check your order at any time if you log in to your account. We will email you at every stage so that you know exactly where your order is.

2. Will I get an email confirmation after I place my order ?
Yes, you will immediately receive an email confirmation of your order.

3. How do I make changes or cancel my order ?
Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is not - in processing. We strongly suggest you speak with a customer care representative as soon as possible with changes or cancellations so we can accommodate your request without any additional charges

4. What if my order is undeliverable ?
If our courier is unable to deliver your order, the order will be returned to us. The sender is responsible for any re-shipping fees charged by them to redeliver the package.

Return Guarantee and Exchanges

1. What is your return and exchange policy ?
We pride ourselves on stocking high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please contact our customer-care consultants on 01890 230021 for a return authorization code within 30 days of receipt. We cannot accept items for return or exchange that are not in resalable condition. We can arrange for a large item to be collected at a cost of £25.00 on an appointed day. It is the responsibility of the customer returning the item to ensure that it is packaged well for the return journey.

2. Can I exchange an item ?
Sure, if your item is in re-saleable conditions just log into your account and request a return, or give us a call for a return authorisation number. Send the item back to us and we will give you a gift voucher for the full amount ot the items returned. You can then use this to purchase anything in our store.

3. I am buying Christmas Presents. What if i want to Return them After Christmas ?
Worried that you’re not going to be able to send stuff back after Christmas ?. . Don’t BeIf you buy something from our site for Christmas and the recipient ***wishes to exchange it *** You can send the product back to us for a refund as long as the product is unopened and in perfect condition *. You must advise our customer service team before the 15th January and we must receive it back into our warehouse before the end of the month. Recipients can send their gifts back directly and we can offer them a ‘Gift Voucher’ matching the value of the initial purchase. This applies to any order purchased between the 15th October and the 25th December which falls outside the normal 30 day guarantee. *perfect condition does mean in perfect condition

4. How long before I receive my refund ?
After we receive your package and inspect the items, you will receive an email confirming credit total. Refunds will be issued in 3 to 5 business days. Please allow adequate time for your bank to process the refund.

5. What if I received my order, but some items are damaged ?
Please inspect all items carefully when you receive your order. If there is any damage, please call our customer-care department on 01890 230021 at your earliest convenience, but no later than 7 days after the package was delivered. Keep the original box, packaging materials, as well as any paperwork that came in the box. We suggest that you email us a digital photograph of the damaged box and/or items.

Shipping

1. If I buy this item can it be delivered to an alternative address ?
Yes we can ship the order to an alternate address just fill in the billing and shipping address’s

2. Can I pick the delivery date to suit me ?
Yes you can choose the delivery date if you wish.

3. Can the courier leave an order in a safe place ?
Yes your order can be left in a safe place if they are instructed by us, onto the parcel label

4. Are you able to deliver on a Saturday ?
Yes we can but it is Expensive If you want further details please email us with the product codes you need and we will get a price for you. Please allow 2 days for us to arrange this for you.

5. Does the delivery need to be signed for ?
In most cases you do need to sing for the delivery. Some orders are sent royal mail and do not need a signature but most courier deliveries do. You can leave special instructions for our courier at checkout but if you ask them to leave without a signature it is at your own risk.

6. When will my order ship ?
Processing time (pulling and packaging your order) plus shipping time equals Delivery time. Each order is processed within one working day. See our Guarantees section for full details.

7. Do you ship to BFPO/PO addresses ?
No we do not ship to these.

8. Do you ship to all EEC and World Destinations ?
We currently ship to , UK, Austria, Belgium, Czech Republic, Denmark, France, Ireland, Italy, Poland, Portugal, Slovak Republic, Spain. Larger items will go by courier, smaller by Air Mail, there is a additional charge for these areas.

9. Do you Deliver to UK offshore Addresses.
Yes we can deliver to uk offshore addresses, there are however additional delivery charges for these addresses

10. What are your shipping options ?
Our shipping options are Standard Shipping 3-5 days for delivery and Fast Delivery, within 3 working days.

Privacy and Security Policy

1. How do you use my contact information ?
We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything.

Read our Privacy & Security Policy
We may contact you to advise you of any special offers. If you do not wish to receive this notification, please let us know in writing. We will not share any address, contact details or payment details with any other parties ***

Contact Us
If you have any questions and would like to speak with a customer-care representative, you can contact us by:
Phone : Call us anytime during normal business hours on 01890 230021 . We're here Monday through Friday 9am to 4pm.
E-mail : E-mail us at sales@thecatpetshop.co.uk or click here to ask a question, make a suggestion, or get any assistance you may need. Most e-mails are answered within 24 hours. Please note that weekend e-mail responses may be delayed
Live Chat : Chat with us live by clicking on the "Live Chat" button*** in the top right corner of this page. Live chat is also available Monday through Friday 9am – 4pm.

FAQ's

1. Do you have a printed catalogue ?
Unfortunately, we do not offer a printed catalogue. You can view our entire range online.

2. Where can I read feedback from your customers ?
If you'd like to know what our customers say about us, please visit our testimonials page, see our product reviews, check us out on facebook or follow us on twitter.

3. How can I specify a certain colour ?
At the check-out there is a special instructions box where you can fill in the colour you prefer

4. Do you do a discount if I buy items in bulk ?
Every product has a ‘multi buy’ offer so it is on special offer, if you order more than 12 of the same product, email us for more details.

5. My item is out of stock how do I know when it will come back in ?
Either call us or email us. You can choose to have an email alert when the product is in stock.

6. I need more than you have available. When will you have more in stock ?
We have delivery’s coming in every day please call or email us to check availability.

7. How easy is it to assemble your flat packed items ?
All our flat packed items come with full, easy to follow assembly instructions. If you get stuck either email or phone us and we will be happy to help. Many products have assembly videos on the product page.